Customer Support Specialist (B03)Appriss

THIS JOB HAS EXPIRED

DescriptionSummary
Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions throughout-bound calling. Or responds to routine web or email based customer inquiries via chat or email using standard text or quasi-scripted communications messaging. Assists the customer with general product information, support services, order status, and answers to other commonly asked questions about the company?s products and services. May escalate inquiry to appropriate parties such as product support, billing, sales or return/repair. Logs inquiries and updates customer account records.

Minimum Requirements
Education
o High School diploma or GED.

Knowledge, Skills, Abilities, Experience, or Characteristics
o Three years of experience in customer service.
o At least two years experiences in a call center environment.
o Working knowledge of Microsoft Office or comparable software.
o Excellent oral and written communication skills.
o Strong decision-making, problem solving, and customer relations? skills.
o Requires an above-average level of judgment, analytical ability and creativity in investigating problems.
o Ability to interact effectively with both staff and management.
o Ability to work well independently or in a team environment.
o Ability to perform multiple concurrent tasks.
o Able to consistently reflect a courteous, professional attitude while working in a high-pressure environment.

Helpful / Preferred
o Associate Degree in Business or related discipline or an equivalent combination of education and experience.

Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating major problems that require original and highly innovative solutions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other
Some travel may be involved for both training and customer facing issues.

Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.